transforming the destiny landscape way to success…

Transforming the Destiny landscape

An Overview

DESTINY OUTSOURCING BPO SERVICES

DESTINY DATA SOLUTIONS

Way To Success…

Agenda…

To provide an overview of the centre To provide an overview of the reporting hierarchy at the centre To provide an overview of the processes being handled at the centre

Solution / work flow architecture Productivity and Quality tracking mechanism

To provide an overview of the training mechanism To provide an overview of the escalation governance structure

Service Delivery related To provide an overview of the Information Security measures To provide an overview of the process innovations brought in at Ahmedabad

Resulted Efficiencies To provide an overview of the motivational measures and Incentives

• Destiny Outsourcing BPO Services is a fast growing Business Process Solutions Data Entry Solution (BPO) and Call Center & Solutions Company based at Ahmedabad, (Gujarat) India.

• Welcome to Destiny Data Solutions Call Center. We are a world class bilingual call center offering reliable and cost effective call center outsourcing services. Outsourced call centers provide a cost effective solution to a range of business needs, including customer service, collections, call center support services and more. Our commitment to our customers is to provide innovative cost effective inbound & outbound call center and BPO Processes, KPO Processes and Data Entry Solution,SEO Solutino, Web related services, 2D and 3D Animation Services that match their needs.

• We offer outsourced call centers to meet a broad range of business needs, including outsourced customer service, inbound call center, outbound call center, and outsourced telemarketing service, in addition we provide back office support, tech support and help desk outsourcing services. Destiny utilizes outstanding people and cutting edge technologies to bring our customers reliable, high quality and affordable services.

• Our outsourced call centers are designed to maximize efficiencies and provide the most cost effective business solutions possible. We provide high value, lower cost business process outsourcing services at a fraction of the normal costs. We reduce overhead and administrative costs for your business with our inbound & outbound call center services. In addition, our polite, well trained agents, experienced management team and state of the art technology provide improved service and response times for your customers.

• Outsourced call center services from Destiny provide businesses with the opportunity to reduce costs, improve service, and increase profits. We can tailor a flexible solution to meet the specific requirements of your business. Contact us by telephone, Email or through our website to learn more about how outsourcing call center services to Destiny will benefit your company.

• To remain a winner amongst the competitors it’s imperative to offer best of the services and we strongly believe in that philosophy. Our approach towards offering value additions to our clients helps us to strengthen relationship and grow with them steadily. We identify prospects, overcome obstacles and define realistic goals to achieve success...

Introduction…

Our Mission

Our vision is to become a leading and highly dependable Destiny Company providing exclusive data entry and data processing services to clients, customers as well as individuals. We strive to offer high quality data processing services at most competitive rates and ensure security and confidentiality. We are confident that we would leave no stone unturned in our endeavor to become one of the most preferred data entry services company in the industry.

Mission : At Destiny Data Entry Services India, our prime motive would be to enhance your business capability through reliable

data processing and accurate data entry tasks. As a professional data services company we value our clients and their business and try our best to exceed their expectations by offering world class data entry services. In order to support our mission statement we would abide by the following value statements:

Quality : Quality is an essential ingredient and an integral part of what we do. We ensure that whatever we do and whatever we deliver follows strict quality standards so that you get accurate and error free solutions all the time.

Focusing on Client’s Requirements: We have a long list of client to which we pay special attention and provide solutions to their requirements. We strive to understand what exactly are the business goals of our client and what is their vision and then we work to find the best solution.

Value added business: We value the business of our clients and our esteemed partners. We constantly look out for unique ways to further enhance the business capability of our clients through effective data entry services.

Integrity: We seek to build long lasting relationships with all our clients, business partners, employees through open and clear communication. Our data services team is always ready to help our clients and partners in all possible ways and earn trust and respect by demonstrating absolute sincerity and honesty at work.

Our Vision and Mission…

Centre Profile…

Enriching Lives through Destiny Employment

Physical Infrastructure. Server . Training room . Ergonomic chairs. Soft boards for updates. Round the clock physical security

Resource structure. Centre Manager. Process Leads. Quality Leads. Process Associates

Technical Infrastructure. Scanner and printer. 5 Mbps Broad band connectivity from two ISP. LAN connectivity

Physical Facility. Concrete Structure. Built Up area of around 1000 to 1500 sq. ft.

Destiny

Infrastructure Matrix

Bringing jobs to the people rather than taking people to the jobs

Centre Resource Structure…

Repo

rting

Hie

rarc

hy

Process Associates:Process associates are directly involved in the production. They come from Proper Ahmedabad and are generally 10+2 or graduates. Their commitment and honesty finds them as the base for the pyramid.

Process leads / Quality leads: Process leads and quality leads are in charge of productivity and quality with regard to the service being delivered to the client. These are generally Post graduates having 2+ years of experience in the industry.

Process Manager :Process manager is the highest reporting authority at the centre. Process managers are recruited from the industry having at least 4+ yrs. of experience. Their ability to lead the team of highly motivated individuals set them apart.

Resource Pyramid

Process Associates

Process Leads Quality leads

Proc. Mgr

Making IT work

Overview of the current processes… For a Loyalty Card Company:

IYC Membership Enrollment Forms Email Response Processing Profile Updation Call Back resolution of queries ACER Serial Numbers Forms RTO Register of Motor Vehicles forms Schwans number data entry Uninor & Reliance Telecom costumer forms

For a leading health insurance company: Reimbursement claims processing Domiciliary claims processing ICICI Lombard Insurance forms Insurance forms Filling Medical Billing Database Support

For a US based logistics company: Data capture from Driver log sheets Castrol Rebate from data entry Hold Cube Proven to increase Sales USA Auto mobile Insurance usa Ware House Dept Form Filling

Scanning center – Bangalore , AhmedabadScanning center – Bangalore , Ahmedabad

IYC Forms

IYC Forms

IYC Forms

Collection, screening & dispatch (at the Parliamentary constituency level)Collection, screening & dispatch (at the Parliamentary constituency level)

Collection of Forms by the courier agent

from LRO

Collection of Forms by the courier agent

from LRO

Bar code scanning and Screening of

Forms by the courier agent

Bar code scanning and Screening of

Forms by the courier agent

• Count and segregate the forms assembly and language wise

• Screening as per SOP• Issue a receipt to the LRO • Scanning of the bar codes using a

hand held scanner• Prepare a list of bar codes sorted by

assembly and language

• The forms may be handed over assembly wise by the LRO or it may not be so. (Each Parliamentary Constituency has 4 to 5 assembly constituencies)

Package and Dispatch to

Scanning centre

Package and Dispatch to

Scanning centre

• The forms will be packaged assembly and language wise and a copy of receipt is put over each of the courier packets.

Receipt of FormsReceipt of Forms

Scanning and saving of Form, Additional documents

(assembly and language wise)

Scanning and saving of Form, Additional documents

(assembly and language wise)

Bangalore Server

Data Entry – Ahmedabad , Jaipur ,Kota,Data Entry – Ahmedabad , Jaipur ,Kota,

Automatic Cropping and saving of photo and signatures in a specified file format by the software

Automatic Cropping and saving of photo and signatures in a specified file format by the software

Data Entry 1 from Scanned Images (22 + 6 fields); Flagging invalid data through providing remarks

Data Entry 1 from Scanned Images (22 + 6 fields); Flagging invalid data through providing remarks

Data Entry 2 from Scanned Images (4 fields)Data Entry 2 from Scanned Images (4 fields)

Mismatch rectification between (DE 1 & DE 2 through QC Mismatch rectification between (DE 1 & DE 2 through QC

Membership Data base(my SQL)

Process Overview (For a IYC Membership Enrollment Co.)

Field ExecutivesField Executives Collection Centres(At each district)

Collection Centres(At each district)

DES Scanning Centre

DES Scanning Centre

DES Data Processing Centre

DES Data Processing Centre IYC Data CentreIYC Data Centre

Collection of Membership forms

from the people across district

Forwarding of the collected forms to

the Dist. HQ

Receipt of the forms from

various assemblies by

DES coordinators

Check for bar code, sign,

proofs, completeness of office use section

Prepare a Accept / reject report

H/O incomplete forms to IYC

person

Packaging & Dispatch to the DES Scanning

centre

Segregate the forms assembly

and language wise

Prepare the batch for Scanning

Receipt of the membership

forms & proofs at DES Scanning

centre

Scanning of the forms and proofs

Dispatch of the hard copies for Shredding

Indexing of the Images and upload

Scanning & saving of the bar codes

Access the image server and crop the

photos and signature

Image Retrieval

Remote Access of the Images

Data Entry 1 and Data Entry 2 from the scanned images

QC through Physical Verification

Upload of the Images to the Image server hosted by IYC

Membership database (my SQL)

Image retrieval as per requisition

Data querying , Generation of reports as per

requisition

Rectification of mismatches

between DE 1 and DE 2 and Flagging

of Invalid data

Work flow Architecture

Process Overview (For a IYC Membership Enrollment Co.)

Process Overview (For a Loyalty Card Co.)

Email Response Processing

Access CRM and receivequery

Understand and Classify query

Request / Complaint

Enquiry

Ticket-after-call

(TAC) to be raised ?

Reply and provide

TAC to customer

Reply to customer

`

Update Backend

StopVerify if email id is registered with us

Yes

No

Yes

No

Request / Complaint


Clarity of flow ensuring effective delivery

Profile Update process

Process Overview (For a Loyalty Card Co.)

Customer calls the call center to update his

ProfileCall center Executive raises a request to update his profile

If the checks are fulfilled

An agent at DES takes the daily dump from CRM, sorts it based on incident summary and then

updates the profile.

Few checks are done before updating the profile

Then update the customer’s profile in LMS & Confirm the

closure of the request

If the checks are not fulfilled

Then reassign it to the call center, who will call back the customer

and redo the request



Process Overview (For a leading health insurance co.)

Dispatch of Cashless/Reimbursement Claim folders from the client location

Dispatch of Cashless/Reimbursement Claim folders from the client location

Receipt of the Cashless/Reimbursement Claim folders at DES Ahmedabad

Receipt of the Cashless/Reimbursement Claim folders at DES Ahmedabad

Acknowledging the receipt of the claims in the Log Book

Acknowledging the receipt of the claims in the Log Book

Processing of the Claims based on a pre defined processProcessing of the Claims based on a pre defined process

Genuineness and originality of the Claim form Verified

Genuineness and originality of the Claim form Verified

Tabulation of bills done under various heads as per predefined tabulation methodTabulation of bills done under various heads as per predefined tabulation method

Admissible amount under Investigation charges decided after confirming the lab reportsAdmissible amount under Investigation charges decided after confirming the lab reports

Admissible amount under Medicine charges decided after deducting all the NMEs’Admissible amount under Medicine charges decided after deducting all the NMEs’

Admissible amount under Treatment and Surgery charges decided after deducting all the NMEs’

Admissible amount under Treatment and Surgery charges decided after deducting all the NMEs’

Policy parameters of different corporate to be applied differently before categorizing any non-admissible amount

Policy parameters of different corporate to be applied differently before categorizing any non-admissible amount

QC carried out and the respective folders are sent to client HQ on a daily basisQC carried out and the respective folders are sent to client HQ on a daily basis

End of the ProcessEnd of the Process

Reimbursement and Cashless claim processing

* Image based processing of Reimbursement claims is also being carried out Work Flow Architecture


Process Overview (For a leading health insurance co.)

Domiciliary claim processing

Dispatch of the Domiciliary Claim Documents from client location

Dispatch of the Domiciliary Claim Documents from client location

Soft copy of the Claim data forwarded from client location

Soft copy of the Claim data forwarded from client location

Receipt of the Domiciliary Claims & Excel claims data Documents at Destiny,

Receipt of the Domiciliary Claims & Excel claims data Documents at Destiny,

Acknowledging the receipt of the claims in the Log BookAcknowledging the receipt of the claims in the Log Book

Processing of the Claims based on a pre defined process

Processing of the Claims based on a pre defined process

Claimant’s Signature VerificationClaimant’s Signature Verification

Bill originality & OTC drug verificationBill originality & OTC drug verification

Pre-numbered Bill VerificationPre-numbered Bill Verification

Lab Reports VerificationLab Reports Verification

NME & other Policy related VerificationNME & other Policy related Verification

Insurance Coverage period verificationInsurance Coverage period verification

Claim amount approved and the soft copy of Excel updated accordingly

Claim amount approved and the soft copy of Excel updated accordingly

Verifications match the requirements

Verifications match the requirements

Soft copy of the Excel Sheet sent to client location

Soft copy of the Excel Sheet sent to client location

Claim amount rejected/ Information request made and the soft copy of Excel updated accordingly

Claim amount rejected/ Information request made and the soft copy of Excel updated accordingly

Verifications do not match the requirements Verifications do not match the requirements

Soft copy of the Excel Sheet sent to client locationSoft copy of the Excel Sheet sent to client location

ENDEND

Work Flow Architecture


Process Overview (For a US based logistics co.)

Import data from client and allocate it to DES associates

DES associates begin to capture data

(production) from the time data is allocated to

associates.

Quality check begins when 10% of data

captured(production) is completed.

Data has been captured and QC also

done(production completed).

Data is exported back to client at the end of day.

DRI

VERS

DAI

LY L

OG

SH

EET Drivers daily log sheet

Is a daily record of a driver which covers a 24 hour period of his duty.

LOG

SH

EET

CON

TEN

TS A log sheet contains(1)Date(2)Total miles driven(3)Truck/ tractor number(4)Drivers signature (5) Shipping documents (6) Truck & Trailer defects (7) Graph

GRA

PH C

ON

TEN

TS Graph in detailed version(1) OFFDUTY – Time in which driver is not on duty(2) ONDUTY – Time in which driver is on duty, but not driving(3) DRIVING HOURS – Time in which driver is on duty and driving(4) SLEEPER BERTH – Time in which driver is on duty, but he is on rest

Digitization of Driver log sheets



Process Overview (For a US Castrol responsibility co.)

Castrol Rebate from



1 This is a 5.1 Quart bottle: 2 This is a 1 Quart bottle:

Amount of Rebate

5 to 9 Quarts: $7More than 10 Quarts: $14

Qualifications: Generally Plus two and above – many graduatesThey come from Proper Ahmedabad GujaratFarming is primary family backgroundTeam leads and Process managers recruited/deputed from industryBasic Training provided in :

English Read & WriteComputer skillsSoft Skills

Process TrainingProvided by clientsSpecific to the process assignedProvided as part of process transition

Process Associates (35)

Process Leads (02)

Proc. Mgr (01)

Resource Pyramid

People Profile….

10 to 30 seats with fully done-up modular work desks with ergonomically comfortable chairsFull capacity of 30 to 60 associates in two shiftHigh speed broad band connectivity with two providers for resilienceLocal Area Network and LAN routerTechnical Infrastructure managed by a reputed technology company

Typical Center Profile….

Productivity and Quality tracking…

In order to ensure that we not only meet the SLA’s but also exceed them , we have developed and put into practice detailed productivity and quality tracking mechanisms at the individual level.

This ensures that we constantly improve our service delivery and also innovate in order to excel in our commitments to the clients.

Also ensures constant flow of information to the client on a day to day basis

It also helps us in responsibility fixation and constant innovation.

Sample Dash Board:

BPO Company

KPO Company

Data Company

Logistics Company

Loyalty Card Company

Outsourcing Company

Seo Services Company

Health Insurance Company

What gets measured gets done

Training…

Destiny believes in harnessing the power of talented workforce.A typical Destiny Outsourcing employee comes with a persevering attitude and sincerity. We at Destiny provide the foundation training catering to typing, English Reading and soft skills. We also nurture and strengthen the inherent values of the Gujarat.

Intensive Process training is provided in collaboration with the client after the successful completion of the foundation training.

• Foundation Training

• Process Training

Empowering people to build an empowered nation

[email protected]

Service delivery governance…

Based in Main Office Has overall responsibility for delivery across all centers Client Accountability

Service delivery Governance Structure

Process Managers Asst. Process Managers

ChiefDeliveryOfficer

Process Directors

Quality Managers

Senior Process Managers Quality Managers

Based in Regional Office Has delivery oversight for centers in the Region 6 Regional Centers, each overseeing 10 hubs Client Accountability

Based in Hub Centers Has delivery oversight for 8 designated centers

Based in Destiny Centers Has delivery oversight for the assigned center

Issu

e s

ever

ity

Securing your information is key aspect of our business

Information security Measures…

At Destiny Outsourcing, we respect the sacredness of client’s proprietary data. We therefore employ high standards of information security.

• Firewall to keep intruders away from databases containing confidential data

• Restricted usage of mobile phones, PDAs, Laptops, pens and notebooks by authorized personnel only

• Lockers for mobiles and other belongings outside the work area• All the employees are required to sign NDA and information

security policy• Writing devices disabled• Paperless Environment• Regular security audits• CCTV monitoring (to be in place shortly)

Destiny .BPO

Process Innovations… Templatization of responses:

Based on our experience in handling customer service we developed templates for various query scenarios and helped in reducing the TAT and increasing the overall productivity. (This was undertaken for the service being delivered to a Loyalty card company).

Image based processing:

We provided an image based processing solution to one of our clients in the health Insurance sector. This has reduced the physical movement of paper and has resulted in a paper less processing environment. We also reengineered the process by application of assembly line processing in place of end to end claim processing by a single individual. This has resulted in increased efficiency through reduction in the overall TAT and increase in overall productivity through specialization.

Motivational Measures…

We believe that employee motivation and satisfaction is the key for continuous improvement. We therefore hold a lot of events , competitions etc. to keep the drive for continued excellence (apart from the monetary incentives. ) Some of the initiatives are listed below:

• Ethnic day celebration• Trekking• Outings• Holding of matches• Encouraging community events like Ganesh puja etc.

Harnessing the power of talented rural youth

Our Location...Head Office:

DESTINY OUTSOURCING BPO SERVICES

11,2nd Floor,Jay Complex Near Parul Nagar Society Gate -3 NR Bhuyangdev Cross Rd.C.P.Nagar RD.Ghatlodia, Ahmedabad – 61 Ph: + 91-079-2929 8486, +91- Gautam 9879143854, Rohit 9376474160 Email: [email protected] : www.destinyoutsourcing.com

Corporate Office :

DESTINY DATA SOLUTIONS

2nd Floor, 12 Malhaar Complex, Beside Sola Railway Over Bridge, Nr.S.G.Highway Over Bridge,Sola,Ahmedabad -61Email: [email protected]

Countryside Nationwide

mailto:[email protected]

mailto:[email protected]

A journey from Life of

Business To

Business of Life

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